broadband

[amouage]

Hi, i'm not really sure how to ask this community for help or where to post. My router loses connection all the time, all my devices lose their connection at once, the light on the router would lead you to believe all is well the light is is steady blue/white. But the only way i can get connected again is to restart the router, this is happening daily, and has been for months, this is the first time i've had connection issues in 9 years with talktalk. I have ran connection tests, it tells me there is a fault, every time i check back the fault is still there, i run another connection test, the date and fault ref number change and it's still not fixed, been like this for months now, any ideas, please don't say customer services, tried them about thirty times, i have a heart condition and the only time in 6 years i've had to use my emergency  GTN spray is on a call to talktalk customer services.

[Chris-TalkTalk]

No problem 🙂

[amouage]

thank you for all your help.

[amouage]

ok thanks.

[Skynet_TX]

@amouage You will likely get a pre-paid returns bag/label along with (or shortly after) you receive the replacement router, so if the new router does resolve the problem you can then return the old router in the returns bag. If / when you do return a router make sure you keep proof of postage.

[Chris-TalkTalk]

I've ordered the router, it should be with you within a couple of days. You just need to connect it and monitor your connection to see if you continue to experience problems

Chris

[amouage]

yes please, what happens when I receive it, will you monitor it for me, is there anything I need to do myself?

[Chris-TalkTalk]

I can send one to test with, would you like me to arrange this?

Chris

[amouage]

I don't have another router

[amouage]

thank you

[Chris-TalkTalk]

OK thanks. Do you have another router that you can test with?

Chris

[Skynet_TX]

@amouage, I've removed your screenshots

[amouage]

Hi i replied regarding the landline, could you please remove those screenshots for me, i can't seem to find a way to do it, thankyou.

[amouage]

i never  hardly ever use the landline, there are no issues of noise or any interference. regarding the open fault ticket, that is what happens all the time and it has done for months, each time my internet disconnects, i reboot the router, then a couple of days later i run a line test, it always says it's detected a fault, there is always a fault. i am going to delete the post with the screenshots if thats ok? as it still has partial personal info, thanks

[Chris-TalkTalk]

Thanks for the information (yes the post is public so please don't post any personal information). 

The results that you posted just show that there is currently an open fault ticket. Are you experiencing any problems with your telephone service, is there any noise on the line?

Chris

[amouage]

Hi i just replied, and included a screenshot, then i realised this post may be public, i have reposted but partially obscured my phone number.

Good morning thanks for looking into this for me. i had to reset the router yesterday. I was watching you tube on my tv, it is connected with ethernet. the youtube stream froze and my tv flashed up the warning that i was not connected to the internet. i checked all my other devices, they were all disconnected to, i reset the router, they ll connected back up again. regarding you saying 'line test is passing' i ran a line test less than 10 minutes ago

{screenshots removed}

[Chris-TalkTalk]

Hi amouage,

I'm sorry to hear that you're experiencing problems with your service. Line test is passing and only showing one disconnection in the last couple of weeks. When was the last time that you had to reset the router?

Chris

[amouage]

Hello, and thankyou for replying. I have a mixture some are hardwired and some are wireless. I have 1 Amazon firestick, 1 blink camera and a samsung phone, they are all via wireless. i have a desktop pc and another samsung tv, these 2 are connected via ethernet. Yes everything that is connected to my router loses connection at exactly the same time, i am first made aware of connection loss by getting a blink camera notification, telling me it is no longer connected to internet, then i check my other devices and they are the same,all lost connection, i go to my router and the LED is solid white ( no blinking no flashing all looks normal ) the only way i can get a connection again is to press the pin button on the back of the router until the light turns red, then the router cycles up and i get the solid white LED and everything connects to the internet again, this is happening regularly at also early hours of the morning too, i get woken up with a notifcation to tell me my phone and camera tv's ect are no longer connected, will they need anymore info do you think? thanks again, as i said i'm not realy sure how to use this forum, the fact you have replied fills me with hope.

[Skynet_TX]

Hi @amouage,

The support team here on the community should be able to take a look at this when they return tomorrow.

Do you have any devices that are connected 'wired', or are they all wireless ?. If you do have both wired and wireless, do they all lose connection at the same time, even though the router LED remains solid white ?